CM TL (Customer Support/Customer Care Team Lead) What You'll Do:* Lead and coach a team of advisors to ensure consistent delivery of high-quality customer service and support.* Monitor team performance and provide regular feedback to support skill development, continuous improvement, and achievement of team KPIs.* Oversee the implementation of SOPs and ensure service standards are consistently met or exceeded.* Analyze student progress, teaching quality, and customer feedback data to identify trends, address issues, and optimize learning outcomes.* Drive upselling and value-added service initiatives within the team, ensuring advisors effectively identify customer needs and maximize business opportunities.* Monitor and support the achievement of upselling targets while maintaining a customer-centric approach and high service standards.* Handle escalated cases and guide the team in delivering effective solutions and maintaining high customer satisfaction.* Coordinate with cross-functional teams (e.g., Academic, Sales) to support business goals, revenue growth, and student success.* Prepare performance reports and propose service and process enhancements based on data analysis and frontline insights.
Requirements:* Bachelor's degree or above.* At least 3 years of experience in customer service, sales, education, or a related field, with at least 1 year in a leadership or supervisory position.* Professional proficiency in English, both written and spoken.* Strong leadership, communication, coaching, and problem-solving skills.* Experience in driving performance against customer service and sales/upselling targets is preferred.* Customer-focused mindset with the ability to balance service excellence and business objectives.* Passion for education, student success, and team development.
???? Working Hours:Sunday – Thursday: 12:00 PM – 9:00 PM(Breaks: 2:45 – 3:00 PM | 5:00 – 6:00 PM)
Saturday: 12:00 PM – 4:00 PM(Break: 12:45 – 1:00 PM)
???? Location:https://maps.app.goo.gl/dnp Fh1YYFkn H2i QG8
???? What We Offer:Basic Salary + Unlimited Commission / Bonus Paid Training Social Insurance Medical Insurance